Manager, Patient Care Contact Center

ACHN•Chicago, IL

1d•Hybrid

About The Position

The Manager, Patient Care Contact Center is responsible for managing the hiring, onboarding, and engagement of contact center staff to provide excellent service to ACCESS patients/customers. The Manager will set objectives, analyze contact center metrics, ensure that the company and staff goals are consistently met and provide reliable, efficient support for patients/customers. The Manager will work with Health Center Leadership and staff for continuous improvement.

Requirements

High school diploma or GED required
Minimum of four (4) years of customer service experience required
Minimum of one (1) year of leadership experience as a Team Lead, Supervisor, or equivalent role required, with responsibility for supporting a service-oriented team focused on delivering high-quality customer, patient, and employee experiences.
Intermediate proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint, required.
Intermediate proficiency using contact center systems, telecommunications platforms, workforce management tools, and related software applications required.

Nice To Haves

Bachelor's degree in Business Administration, Healthcare Administration, or a related field preferred.
Experience in a healthcare, medical center, or contact center environment preferred.
Experience analyzing operational and financial data, including cost-effectiveness, productivity, and performance metrics, preferred.

Responsibilities

Foster and maintain a high-performing contact center culture focused on delivering exceptional service and support to patients, customers, and employees.
Lead the day-to-day operations of the Contact Center, ensuring service levels, productivity, quality, and operational objectives are consistently achieved.
Establish, monitor, and report on key performance indicators (KPIs), service metrics, and operational goals to drive performance and continuous improvement.
Develop workforce and resource plans to optimize staffing levels, scheduling, technology utilization, and operational efficiency.
Conduct regular leadership and team huddles to communicate priorities, reinforce expectations, and support operational excellence.
Analyze operational and customer service data, including appointment conversion rates, scheduling effectiveness, service levels, quality metrics, and customer experience trends, and implement improvement strategies.
Oversee onboarding, training, and development programs to ensure employees possess the knowledge, skills, and competencies required for success.
Address and resolve escalated patient, customer, and operational issues while promoting a high level of service recovery and satisfaction.
Monitor and continuously improve contact center processes, workflows, quality assurance standards, and customer service practices to enhance performance and efficiency.
Manage departmental budgets, monitor expenses, and ensure responsible stewardship of organizational resources.
Perform other duties as assigned.